With RingCentral’s unified, AI-powered platform, Destination Pet eliminated missed calls, regained service consistency, and re-focused staff on core pet care.
How Patient Connect empowers their healthcare agents with AI and accelerates lead growth
Region
Americas
Company size
20–99
Industry
Healthcare
Products used
Key integrations
KEY METRICS
40%
reduction in call escalations
20%
boost in agent satisfaction
19%
increase in lead generation
Overview
Patient Connect faced significant operational friction due to an unreliable legacy provider and a lack of actionable reporting. By migrating to an AI-first cloud platform, they dismantled geographic hiring barriers and automated quality management. This transition resulted in a 20% increase in agent satisfaction and a 40% reduction in escalations, positioning the company for long-term innovation by leveraging RingCentral’s open platform to create custom Voice AI agents.
RingCX and its AI tools have created massive improvements across our business, including helping our sales reps bring in more leads, boosting our call center agents’ productivity, and improving job satisfaction.
Benjamin Pure
,
Vice President of Client Solutions
About our customer
US-Based Patient Connect has provided specialized healthcare appointment scheduling and medical answering services since 1998. The company maintains a 4.9 Patient Satisfaction Score by focusing exclusively on matching patients with the right clinical experts.
The challenge: Antiquated infrastructure and operational blindness
Patient Connect relied on a legacy contact center system that suffered from frequent outages and a clunky reporting dashboard. This stagnation created significant friction for leadership, who lacked the transparency needed to coach agents effectively.
- System Fragility: Infrastructure failures led to unimpressive data center visits and high system downtime.
- Physical Constraints: Manual QA processes limited oversight to only a small fraction of call volume.
- Resource Strain: Geographic limitations restricted the talent pool to local candidates, hindering 24/7 coverage.
The solution and ROI: Frictionless scaling through predictive automation
To solve the challenge of fragmented systems and infrastructure instability, Patient Connect transitioned to a unified cloud platform. By modernizing their systems with AI intelligence, they streamline patient intake and unlock real-time visibility into agent performance.
- RingCX provides automated call routing and reduces the average handling time for new-patient intake by nearly 50%.
- AI Quality Management automates the review of 100% of calls, reducing escalations by 40% and eliminating manual labor costs.
- AI Supervisor Assist empowers leadership with real-time sentiment alerts, allowing managers to intervene instantly during high-friction patient interactions and provide follow-up coaching.
- AI Agent Assist delivers real-time patient information to agents, increasing agent productivity by 20%.
- RingEX and RingCX enable a fully remote workforce, allowing the company to hire top talent across all US time zones.
- RingCX paired with the HubSpot Integration automates outbound dialing, resulting in a 50% increase in sales call volume and a 19% boost in leads.
What’s next for Patient Connect
The team is currently utilizing RingCentral’s open API platform to build a proprietary Voice AI Agent tailored to their unique workflows.
This next phase of innovation will allow AI to serve as the first point of contact, seamlessly handing off summarized context to live agents. This transition ensures that Patient Connect continues to honor its 27-year legacy of healthcare excellence while adopting an agentic AI workflow.
To learn more about our customer, visit Patient Connect.
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